Medical Guardian
Reviews and Complaints

I requested assistant to get off the floor after a fall. I am handicapped after two total knee replacements. I fell two times. After the third one, I was told I had already had two assistants and was told I was being taken to the hospital. The anger in their voices told me they were tired of me. My insistence that I did not need hospitalization was ignored. I was taken anyway to a facility that was out of my hometown even though a great facility was in town. In addition, they trashed my house. They knocked a picture off the wall in addition to unnecessarily moving furniture leaving it where they pushed it. I have been moved by REAL professionals after suffering a broken femur without moving a single piece of furniture. I came home in less than 24 hours to a trashed living room with no way to rectify it. I am handicapped. I no longer want to deal with your company. Your service is sub, sub par. I have pictures of the mess

typical monitoring service and customer support. however, cancellation did not go well. we had been a customer for over 2 years, prepaying annually. The cancellation credit was shorted $50 restocking fee even though my service agreement stated "in the event subscriber cancels and equipment is returned within 10 calendar days from the point of sale a full refund will be issued less a restocking fee of $50." I am being told by the customer service manager, that the head of finance said the restocking fee applies to ALL cancellations. My service contract verbiage is interpreted as cancelling within 10 days, but also applies to AFTER 10 days. What a bunch of baloney! And of course, there is no one higher up that will take phone calls. Don't believe the web page that says no hidden fees, or that you will be refunded for pre-paid services not provided. I considered arbitration but I'm sure legal fees will surpass this $50 loss.

My 85 year old father lives at home alone so it seemed like a good idea to get him a medical alert system. Well, about a month into our service, my dad fell and tried to call for help using his medical guardian alert necklace...only to discover it was dead. He had charged it every night, and yet it was dead when he needed it most! He laid on the floor for 12 hours until I finally found him. He almost died because this device failed! When I called the company, they sent me a new charger. They also suggested I receive text messages (for an additional fee) to alert me when the device was low on charge. I agreed. Two calls and two weeks later, I still have received no text message alerts, even though his device was at 1% charge after sitting in the new charger for 3 hours. This company almost killed my father once. I will most likely be filing a law suit against them as a result. Do not use this company. It is a matter of life and death.

I pay annually for my mother's service with Medical Guardian. At the time of enrollment I was told that if we had to cancel service any unused prepaid amount would be refunded. I cancelled the service on 11/20, received confirmation from Medical Guardian on 12/9 that they received the returned device and after multiple calls to customer service finally received confirmation of a refund on 1/20 minus a $50 restocking fee. I was never told about the restocking fee when signing up nor in the multiple calls to Medical guardian customer service since cancelling the service. In my conversation with a customer service manager today I was informed that they did not have to tell me of the $50 restocking fee which sounds like straight up BS. I would not recommend this company and you can see that many reviews on this page have a similar issue. There are plenty of competitors that offer the same service and my hope is that you find one that offers better customer service and doesn't hide predatory fees.

Medical Guardian, LLC is a horrible company. I ordered a device for my dad, who passed away suddenly before the device could be connected. Medical Guardian is claiming that I owe $44.25 for the services and for shipping. Barbara was the first manager that I spoke to, and she was rude, sarcastic, and heartless. She said I owe for the services even if the box was never opened. The next manager confirmed saying he could not help me. Mr. Robert was more polite and apologized for Barbara's poor customer service, but he would not help me either. I will not recommend this company to anyone and am so disappointed and horrified. Dealing with grief is hard enough without having some rude manager disrespect you and be so unprofessional. I am writing this over the principle of the matter, and I see that I am not alone from all of the other reviews that I not alone based on all the complaints with the same issue. I just wish I saw these before going with Medical Guardian. I will deter anyone I know from signing up with this company.

I have used Medical Guardian for 2 years. Last evening (a Saturday) I found that my pendant was completely dead. It had been completely charged when I put it on that morning. Now, the lights on the pendant for charging and GPS were no longer lit, and when I kept pressing the button, nothing happened. Completely dead. So I called the 2 numbers available to be told that their "Customer Care hours had recently changed and to call during normal business hours of M-F 9-8 EST and Saturday 9-5 EST or in case of emergency to call 911 or press my button." What kind of company that sells to elderly and disabled does not have 24 hour customer service for someone with a dead pendant? Earlier that week my friend on the Med Guardian application had received an email that there had been some issues with my service, but the email did not specify what they were. She called me--first I had heard of it. I pressed the button on my pendant, explained the issue and was assured that "a ticket" was being sent to technical support and they would get back to me within 24-48 hours. They never got back to me. I live alone and use a walker. It's a Sunday and I still can't call Med Guardian to try to have my medallion tested or to get a new one. I absolutely do not recommend this company and plan to find a new one! Not having 24 hour technical support is inexcusable!

I can't begin to tell you how disappointed I am in this company. My mother, who is currently 86 years old got a necklace from this company last year, which I helped with. We were offered a free month if we paid for the first year in full, which we did. However, we did not use a credit card, they told us they could debit the amount from her bank account (March ) . Here we are a year later and I discover a debit in the amount of $858.20 on my mother's bank account. When I called them, they said these were various charges that accumulated because of different products they sent her, which she never received. Upon receiving one item, she called and told them she didn't want it and asked for a return envelope, postage paid, which they sent and she returned the item. Upon speaking to a customer service representative, I was told that he would email me an itemized bill to explain the charges. Today I received the bill and all it said was the amount (which they already deducted from her account - no items listed and no explanation of charges). Do they think I'm an idiot? My mother has given no authorization for this debit and she has also contacted her bank to inform the bank of the same. BOTTOM LINE: This company preys on the elderly! It is a disgrace! We are fighting to recover the money they have STOLEN from us. Now we are looking for another company. DO NOT GIVE YOUR MONEY TO THESE CRIMINALS!

After a year of service I decided to cancel. Before I could contact them & well before the year of service was up they billed my credit card without first contacting me. I called the company & spoke w/ manager Robert Sullivan. During the course of the conversation he said several things that were cause for alarm & concern. 1. He mentioned a restocking fee. I was shocked & asked him if the company was planning to resell used equipment especially during the coronavirus pandemic. He quietly laughed & said, "No, I guess not." 2. Then Robert said that "occasionally" they do refurbish returned equipment & resell it. What?! I asked him if they inform customers when they are sending them used equipment. For that he had no answer. Is that even legal? 3. Finally he said that if I returned the equipment he would refund my money including this so called restocking fee. I went to the post office the same day we initially spoke & sent back the equipment with return receipt so I could track it. They received the equipment 2 weeks ago & still no refund. I have emailed Robert Sullivan subsequently contacted him several times. He ignores my emails. This is a sad situation. This is a service people need & depend on. Why a company would choose to do business in this fashion is beyond me. I've read many of the other complaints & i'm truly sorry for all of you who have had to go through the stress & problems in dealing w/ this company.

Will this company continue to have an A+ rating? How can that be? The evening before last, my mother with her MiniGuardian fell in a faint (first incident with the unit). The system did in fact summon an ambulance crew (my mother pressed the button). But the crew could not get into the house for 15 minutes -- until I noticed flashing red lights from the window and opened the front door (I was actually home, but was pre-occupied in a different part of the house and did not hear the knocking on the door). What about the lockbox code (which allows the crew to get into the house on their own)? The crew was told by the dispatcher that there was no such code! I called customer service right after the incident, and asked about the lockbox code and the rep immediately told it to me! Yesterday (the day after the incident) I tested the system by pushing the button and asking the dispatcher about the lockbox code, and was told it was not in the system. (Customer Service, and Dispatch are two different systems that apparently have a problem sharing info -- critical info.) What about the system calling emergency contacts? The rep said that there were none in the system and that's why no one was called. I told him to pull up the scanned signed doc of the system agreement which he did, and he admitted that yes there were four emergency contacts listed. He could not explain why the info was not in the system. To summarize: The system only worked for summoning the ambulance, but failed on providing lockbox code, and failed on calling emergency contacts.

We obtained a Medical Guardian device for my 90 year old mother after she had to have a pacemaker and could no longer use the Phillips device we'd had great service with. My mom lives in the Gainesville, GA area and I was told service would not be an issue. I was also told they would make it right if there were any issues. Complete untruth! After having 2 replacement devices sent because they thought it was a charging issue, we finally received a device that seemed to work. We never had a true connection but spotty at best. We finally reached a point we didn't even try to call and resolve mainly because the representatives I spoke with seemed put out to even try to help . When we initially signed up, I was told I could return and terminate service at any point. I called last February to cancel. They wouldn't stop billing until the device was actually received by them even though they could clearly see there had been no activity or connection for weeks. They processed a minimal credit to my account less a restocking fee of $50. DO NOT USE THIS COMPANY. There are far better choices out there. Companies exist who won't put sneaky wording in the small print to collect money for garbage service. They should be ashamed to take advantage of citizens, especially when they know the majority of these devices are for our older family members. Shame on you, Medical Guardian. I hope that amount you kept from what you should have returned to me made your guilty conscience feel better. I will tell EVERYONE I know how horrible your company is. One star is too many but a quarter star wasn't an option.

This company does not deserve to be in business. If you are thinking of buying this device that your life or that of your loved one depends on you should know what happened to me. I would give it zero stars but then it is not possible to leave a review. 1. May 25 my mother who is 90 and post stroke and I test our Medical Guardian mobile device and I have a recording that proves it did not work. The device repeats over and over for minutes "call in progress" with NO RESPONSE whatsoever. 2. May 26 I call and speak to them regarding this appalling failure of the device to cancel the service. Their tech department tests the signal and confirms it does not work. They refuse to cancel my service until they physically receive the device. They mail me a return label. 3. May 29 I mail the device from a USPS office using the label they provided. 4. June 6 the device is still "in transit". 5. June 8th the device is "delivered" and I have confirmation. 6. June 15th I call and am transferred around and finally reach Jessica in Customer Service. She insists that "delivered" does not mean to them directly. I have no idea what this means but it is OVER TWO WEEKS later. She insists there is nothing she can do until it is received. What am I supposed to do about that? I did exactly as instructed and this is out of my hands. After 30 minutes of asking her what she can do to resolve this, the call disconnects or she hangs up. This is outrageous. I have not even been rude to her. 7. On June 19th I am automatically billed for the service that I am not receiving that I cannot seem to cancel despite a COMPLETE FAILURE of the product and my proper effort to return it. This is fraud.

I contacted Medical Guardian today asking for info on their system for my father. The rep that took my call is named Kevin. The first thing you notice right away when talking with him is that he sounds very condescending. He also tends to dominate the conversation with his sales pitch, making it very hard to get in a word or rather a question. When I did manage to get in a question he spoke to me as if I was a child. Finally, I said I'll have to think further about getting the system, he says "well I have one more free gift that I can offer you, if fact I need to give it away before the end of today or I can't be offered again." How insulting, not only does he talk to much, which a great sales rep does not do, he comes up with this nonsense about an expiring gift that he can offer me but only today. To that I said you no what you've lost me and I hung up, I'm not interested in all your extra charges or offers. I hung up at about 12:17 pm. NOW COMES THE UNPROFESSIONAL SCARY PART! He proceeded to call our home phone back at 12:18 pm, 12:19 pm, at which I call blocked him. He then called back at 12:20 pm twice in succession, 12:21 pm and 12:30 pm. I thought that would be it, but no, HE CALLED AGAIN AT 2:05 PM, not expecting it to be him calling back an 1 1/2 hrs. later I answered. He said this is Kevin, why did you hang up on me? I told him he has a serious problem and that I would be reporting him to his company and he hung up. I tried calling the company, was put through to a Ashley Griffin, but could not leave a voice mail. THIS MAN HAS A SERIOUS PROBLEM, HE IS NOTHING LESS THAN A PHONE STALKER. I will be calling the company again on Monday. I have the phone number he used to call us on. I would not purchase any service or product from this company. Based on this experience they deserve less than a 1 star rating, but I had no choice but to choose 1 star in order to leave a review. RN

The device has worked fine, but the company seems to be engaging in disreputable, possibly fraudulent practices. We got the original 4G device thru COSTCO. After several months of satisfactory service, we received a new "mini" device in the mail with no explanation, but a new "purchase agreement" enclosed. I wasn't about to sign that. A couple days later I checked my credit card & found an extra charge from Medical Guardian for $105.30. We called the company and eventually, after talking to 2 or 3 people, each of whom gave me a different explanation, Elizabeth said that the mini was a complementary replacement for the original device. (That was what I understood to be the practice when we bought the device.) She said that the charge was a mistake & would be removed. But she had to check with someone else & would call me back. She never did. When I saw that the charge had not been removed after a week, I called & spoke to Dion. (He told me Elizabeth had not made a note of my earlier call & did not remember it.) He said the mini was not complementary & insisted he had a record that my wife had ordered the mini in a phone call from Medical Guardian. She denies ever being on a call with them. Fortunately, my phone provider has a complete printed history of every call made or received from that phone. The history shows that there was no call to or from Medical Guardian until I called them days later to inquire about the charge on my card. Dion said he was filing some kind of report with someone & would get back to me. Maybe they are going to remove the charge. But are they going to investigate how the bogus charge originated or punish those responsible? In my view, though, claiming my wife ordered the device despite her flat denial & the phone company records could not possibly be an innocent mistake. Hasn't a crime been committed? Someone at the company is either lying or falsifying records or both. How many other customers have been billed like this?

Jo Q. This company is horrible and has the absolute worst customer care service. I believe their sole purpose is to take advantage of some people. Their Complaintsboard.com rating should be changed. With all the negative reviews I read on the Complaintsboard.com site, I can't comprehend how they can issue the rating they have to this company. I personally intend to file a complaint with the State Attorney General against this company for deceptive practices. They should not be allowed to continue to do business in this manner. I signed up in October and they charged me for 6 months in advance after I provided my credit card number over the phone to the sales person. AFTER they had charged my card, I received paperwork to TO COMPLETE THE SERVICE AGREEMENT AND PROVIDE CONTACT NUMBERS in order for them to activate the service. However, I had already determined I'd made a mistake initially to sign up, and I didn't want to activate the service and elected never to complete any Service Agreement Form or provide emergency contact numbers. According to their written document & letters, my SIGNED AGREEMENT IS NECESSARY in order for Medical Guardian to provide the service they advertise. They don't have that signed agreement nor do they have any emergency contact numbers for me. They have never been authorized to charge my credit card AUTOMATICALLY, and therefore they are not even able to provide service. This morning [protected]), I received a notice they had charged me another $359.58. THIS MEANS THEY HAD TO HAVE SAVED MY CARD NUMBER IN ORDER TO CHARGE THIS SECOND PAYMENT. This second payment was absolutely not authorized. Since they have no signed service agreement in place, no emergency contact numbers, (nor have they ever) I believe this charge is unwarranted against the federal law. I have filed a dispute with my credit card company this morning. I immediately contacted the company. They said this charge was for the service. I reminded the man they could not provide service as they had no authorization to do so. At that point I was informed they would issue a PRO-RATED refund if I returned the equipment. (I can return the equipment as it's never been taken out of the box. In view of the "Stay Home" orders from the Federal Government, I don't think it's appropriate to receive a "PRO-RATED" Refund. I will get in touch with the president of this company regarding the situation. But SERIOUSLY, Complaintsboard.com needs to change their rating of this company.

I purchased the Medical Alert Home System from Joe K with Medical Alert, for my in laws and was walked through every step of the process by the salesman, Joe. My in laws even spoke with Joe and felt comfortable with the arrangement. It was agreed that me and my husband would pay the initial fee of $149.70, and that would include system monitoring for 6 months. After that, payment would be made from my in laws, if they are satisfied with the equipment and all aspects of the arrangement. I was told, as well as my mother in law was, that in May or June, we would receive notice of the upcoming next 6 months payment. I have not received any notice and the $149.70 was automatically deducted from my checking account again. I spoke with my mother in law to see if she had paid as well and she said she had not spoken or received any reminder of the upcoming payment. She was very upset that Medical Alert had taken it upon themselves to deduct the payment from my account. She wanted to call Joe herself, and did so, and he passed the buck, as most people do these days and transferred her to billing. She waited for over 45 minutes on hold to speak to someone who said that the account was set up as autopay. It was not set up as autopay and they told her that we did not know how the account was set up and was hung up on! Any chance of keeping Medical Alert was gone after that. I was appalled at the fact that Medical Alert Customer Service had hung up on my mother in law! The medical equipment was put into the box it came in and *** was called for pick up. My $149.70? Who knows? By the way today went, I'll probably never receive it, I hot carded the credit card used so Medical Alert wouldn't charge me any more. My mother in law said she did not trust any company who treats people the way she was treated by them today, especially when it comes to her health, or monitoring it...makes you wonder? What ever happened to Respect your Elders?

My mother in law has this product and has been trying to stop service for nearly a year now. She has also received and had to pay several additional expenses along the way just trying to cancel the service and to mitigate threats to take her to collections, etc. It started nearly a year ago when she was trying to cancel. They said that she couldn't until she sent the product back. However, upon further investigation, we paid additional money each money to not have to send the product back. We initiated the cancel after finding this out. They continued to charge for the service, for several months, after this. We contacted them 4 times over the cancellation. Due to my mother in law's age and being on a fixed income we worked with the bank to close down her current account and open a new one to prevent them from auto deducting continuously, even after several calls, emails, etc cancelling the service with their team members agreeing that the service would no longer be charged. After changing bank accounts my mother in law got a letter 7 months later threatening to send her to collections if she did not pay the ***, including late fees, of approx $300. We called and paid the money and, again, for the 5th time, cancelled the service. The company guaranteed us, again for the 4th or 5th, time that the service was cancelled. We also stated VERY CLEARLY, that this was not a reoccurring charge that that ONLY this charge, one time, was authorized. They began auto deducting again the next billing cycle, $40/Month. My mother in law, again, had to change her account. We had to get on the phone again, several times, and get them to send us letters to send in for further cancellation, which we did. Now, again, we continue to get statements showing that we owe money to them. We expect this company is a SCAM and we expect to be reimbursed for the $300 for the 7 months of fees and the $40 fee that was NOT authorized. It should be illegal for them to do this.

February 28 I contacted Medical Guardian with conversation about devise for persons at high risk for falls. I was told they did not work with monthly billings. It was determined I would be allowed to use a 3 month billing and at the end of the three months I would be contacted to determine future methods of billing. At that time I paid $153.32. I was informed nothing would be finalized until I signed and returned the contract. I received the product on March 9,signed, mailed the contract and activated the product. May 26 my account was debited for $140.82. I called and spoke with Phillip in the returns department. I explained the situation to him. I asked the full amount of the debit be returned to me. He said he would turn my request over to the department that would review the conversation as they record all conversations. He said as soon as he heard he would call me back and would send me an email that if I had other questions I could reply directly to him. I have never received an e mail nor heard from Phillip. He said they could do nothing until the product was returned. I mailed the product on May 26 and it was received at their facility on May 28. By e mail I received a copy of the invoice on the 26th. May 29 I called and asked to speak with Phillip. This time I spoke with John who said he would give the information to Phillip and assured me Phillip was very good about returning calls. To date I have not heard from Phillip. June 9 my account was reimbursed $89.26. The contract stated service did not begin until devise was activated. This was on March 9. My reason for the return the devise was too heavy to wear around the neck. It was constantly in the way and had to be charged every 3 days. The only notification the devise needed charging was when the light turned red. Since it was around the neck that often went unnoticed. They have charged me for one full month of service I never used. They have not been true to their word.

I made sure I calmed down before I made this statement because a lot of times we can say the meanest things when we're angry so I'm very calm down now so I'm able to speak without being so angry and disappointed so I got with this company a few months ago I thought it was the best way to go due to the fact how they are so trained to convince the customers how really great their company is how wonderful their company have so many access for your family your loved ones to be safe so I decided to go with the program or should I say the company medical guardian my first experience I never got my device it was an issue with the shipping approximately 2 to 3 weeks until I realized my mom didn't have her device yet so I called in they said it was a problem with the shipping got all that situated again the second time still have not received my device so I decided to call back for the third time long story short they finally said my mom her device I connect the device tested the device did all the things they asked me to do well my mom had several seizures in her home the device did not indicate that my mom was having a seizure so basically she laid on her floor for a while before she was able to get help this been going on for a while it's in their system how their device does not work it's no good it really does not save life I could have lost my mom a couple of days ago due to this stupid [censored] device that did not work excuse my language I'm human not perfect anyway my biggest issue is that my mom has several seizures the device did not pick up or did it work 911 came out due to a neighbor who heard my mom commotion came over to help her and 911 came they pushed my mom medical device no one responded or came out until maybe 10 minutes after the paramedics was already arrival at my mom's home this device did not save my mom life it did not protect my mom it did not even help my mom it didn't even trigger to send a signal for help ?

I cancelled the service on Monday Jan 4, 2021. I was given an address and Return Authorization Code. I was advised to return the answering machine, bracelet and include the Return Authorization Code in the package. I specifically asked how I should return the device. I was told it didn't matter. I mailed it the old fashioned way on or about Thursday Jan 7th. I did not certify, register, insure the package so I have no tracking information.On Jan 13th my checking account was charged for the quarterly payment $110.85. In hindsight I should have stopped the automatic debit but when you cancel service that is what you expect to happen and it never dawned on me to stop it on the bank side.I spoke to Medical Guardian on Jan 13. I was told they hadn't received the equipment yet which is why they charged my account. My response was you were not authorized to charge my account again and I want my money back. The best they could do would be to credit 2/3 of the payment and hold the 1 month until they received the equipment. That was unsatisfactory and incidentally it still hasn't happened.I contacted the bank. They advised me "it appears there was no error with the transaction and we must allow the merchant time to resolve the issue" That letter was dated Jan 22.I waited and called Medical Guardian today. They are telling me they have not received the equipment. There was some discussion of past phone conversations but I was told ultimately it does not matter. There policy is their policy and no refund till they get their answering machine. All I can do is fill out a form they are sending me for lost equipment. Once they process the form and based on that date, they will prorate my refund. At this point 2 of the months included in the $110.85 have passed so this path seems futile.This is a medical alert service and considering the reasons why people need it in the first place and more importantly why they ultimately cancel it, I would expect Medical Guardian to have done better.

I belong to a community volunteer organization called *** of which I was president during this problem. Our group (***) uses money from fund-raisers to support Emergency Medical and related services in our small island community. One of our projects was paying for Medical Guardian units for home bound elders in our community. One of the elders we paid for is named ***. We had cancelled her service in 2020, and then in an urgent situation over a holiday weekend, I used my family's personal credit card to get her service restarted in early 2021. In March, the *** began the process of transferring this project to the eldercare organization in our community called ***. We had no end of trouble getting this done because of Medical Guardian's terrible customer service and disorganization. By August, despite my efforts and *** efforts, Medical Guardian had still not taken *** off my personal credit card and moved her subscription/billing to ***. So, I called Medical Guardian and cancelled the service. *** does have an active account with ***. MG apparently did not cancel me out as being responsible for her bill despite the transfer of responsibility. My complaint: my husband (first name on our joint credit card) got called by a collection agency about this today. I am so upset. I want Medical Guardian to get the collection agency off our backs. I want a letter of apology and acknowledgement that *** or *** are in no way responsible for ***'s bill and we have not been since at least June (it was longer than that, but I'm not sure exactly what *** did to confirm that they were responsible. By June, I know it was done). And I want them to refund the $29.99 that I paid for June, July and August . The contact person at ***, ***, *** is their exec director, *** if you need to confirm.

My mother is 87 years old and is hard of hearing so I assist her with medical guardian. I am her daughter. She no longer needed her medical guardian necklace because she moved into assisted living. I called medical guardian and spoke with agent Brittany who informed me to mail back the device. Once the device was delivered to wait 30 days to receive a credit for the device. It was returned to the warehouse on March 12th and we have not received a credit. My mother is being harassed by Darrell Williams in the collections department. After numerous attempts calling in to straighten out the situation, it's obvious medical Guardian does this deliberately and are taking advantage of the elderly. It is an endless circle of calls that lead nowhere and elderly people could definitely not handle this. Two agents said they received the device and two agents said they hadn't received the device. When I asked to speak with a manager I just got a recording that says "our hours have changed we are now closed". I called back numerous times and received the same recording when asking for a manager. So I had an agent email the collection manager, Joe Smith, but never received a phone call from him. This agent was also extremely rude and berated and blamed me for the situation when my mother did everything right. I spoke with Darrel Williams from the collections department and he mentioned something about a cancellation letter which has never been mentioned before and then all the sudden he just said ''I'll mark it as a refusal to pay. Good luck with that'' and hung up on me. My mother returned the device and does not owe $451.44 and would like the collection agency to stop harassing her and process her credit. We have the tracking number and it was delivered to the warehouse on March 12th and have proof of that. Medical Guardian intimidates and threatens the elderly who are worried about getting a bad credit rating unless they pay up. This company should be shut down permanently for abusing and stealing from the elderly.

Medical Guardian, on 2 different occasions, provided me with incorrect information regarding the cancellation of my elderly mothers medical device refund. This caused them to withdrawal without my consent, out of my account an additional 2 months of Medical alert system services that my mother never used. In February I called Medical Guardian and spoke to a representative and stated my mother no longer wanted the services of Medical Guardian due to the fact that she was not using for service. The representative assured me the account was canceled but that they could not issue a refund until they receive the equipment. I understood that and contacted my mother about returning the equipment to Medical Guardian. My mother is suffering from a lot of health problems and mistakenly sent the medical equipment to my address instead of directly to Medical Guardian. I am mediately contacted the Medical Guardian representative on the phone and explained that I had the equipment and then I was sending it out that day to Medical Guardian. The representative did inform me that she would go ahead and cancel the service that day. I was confused and told her that the service should have already been canceled in February. She said it had not been canceled but she would cancel it that day. A little frustrated I proceeded to the post office and sent off the Medical Guardian equipment. On April 2 I was notified that they received the equipment. I know it could take 30 days for a refund for the unused months of service. I was OK with that. On April 16 I noticed there was a charge from Medical Guardian again and I was frustrated and called and asked to speak with a manager. I explained that I had been waiting for a refund for the months of February and March and that I noticed I was charged for even part of April. The supervisor told me that Even if the transcripts proof of the representatives communicated that information to me that they were not honor the refund because it is not their policy. I feel I have escalated as far as it will go within the company and it is their fault for miscommunicating and charging me funds for two months that clearly they can see we never use.

My father purchased a one year contract for a Medical Guardian (MG) medical alert system on November 20. He paid for one full year (to receive discount). In mid February he fell and the wrist alert button did not work. He was on the floor for several hours and later that day we took him into the hospital. He stayed for 7 days and was discharged to a rehabilitation facility. At this point we did not feel he would returning for a while, so we canceled his service on March 20 - approximately 4 months of use. When we received the refund, it was less than the full amount for the remaining 8 months. The first call to MG indicated that they also deduct for the initial "free shipping" ($12.50) and a restocking charge ($50). After the call I found the Service Agreement and it contains the following language in the Terms and Termination section: "Subscriber understands there is a three month minimum commitment for service. Any unused portion of the prepaid monitoring beyond the minimum three months will be returned in the form of an electronic or check refund. In the event Subscriber cancels and equipment is returned within 10 calendar days from the point of sale a full refund will be used less a restocking fee of $50." With this information two more calls were made. The customer service representative could not resolve the issue, but I was told each time someone would get back to me with an explanation. I finally was able to talk to a manager on the 4th call. I was told that despite what the language stated, the $50 restocking fee applies to all returns, even though the language is simple not included in the sentence regarding returns after 3 months. Also there is no language that the initial "free" shipping cost would be deducted from the refund upon termination. In fact when I received details on returning the system, I was encouraged to provide insurance as the system cost $350. The shipping cost to return was $18.50. MG should be required to abide by their written terms and conditions of use, not make changes and interpret the T&C's to suit themselves. MG should also be required to re-write their Terms and Conditions of Use to say what they supposedly mean. Even though the amount is relatively minor, my father lives on a fixed income and needs every dollar that is rightfully due to him.

On March 20 I paid $453.45 for a year coverage for my elderly mother with a Medical Guardian device. Within a few weeks of receiving the device it did not work. When we would test the device, no one would come on the line to assist my mother. We were then told that we that we needed a device that would work better for our region (having something to do needing a Verizon device versus an *** device). As instructed, we sent back the device. We also received her new device and we were told we would get an extra month of service because of the time the original device was not working. After a few weeks after receiving the new device we discovered that it did not work, either. I called the company and explained that i wanted a refund. We were then transferred to the "cancellation department", where we received significant pressure to try a third device and were offered another month as a consolation. I explained that I bought this to give me peace of mind that if something happened to mom we and emergency services would be alerted, but that after two failed devices, I could not have that assurance. I requested a full refund since she had received no reliable service since we bought the service. We were told to return this latest device and that we would receive a full refund. We returned the device. Over the course of a couple of months and after at least three calls to customer service we still had no refund and on numerous calls was told they had not received the device. I finally got confirmation through the tracking number that, indeed, they did receive the device and that a refund would be coming shortly. Three weeks went by and I called them again. At that time, the story changed. When i explained that I had proof they received the device they told me that now it was the ORIGINAL device they never received (we returned that device way back when it was discovered it did not work. We had the original box that it came in and sent it back. They sent us a new device - that also ended up not working). I asked to speak to a manager and spoke with Barbara who told me that I had to prove they received the first device and if I could not that the best they could do was send me a letter of cancellation and that they would charge us 350.00 dollars for "equipment loss". We never received any communication, at any time, that they had not received the original device and, in fact, they sent the the second device. This is quite maddening and it feels we got a bait and switch. We have had two devices, both faulty, both returned, and my mother was never protected under their services.

In Feb. 2020, I received emergency pacemaker surgery. I called Medical Guardian in April to try their service for 6 months, which I prepaid. I signed the contract on April 27, and they took $239.70 out of my bank account on April 22. I was not satisfied with the service since it took them many days to establish the monitor and when I pushed the button to call them, it took forever for anyone to answer. So on Sept. 14, 2020, I called and told them I would not renew my contract and asked what I needed to do about equipment. I was told to send it back around Oct. 21, 2020. My daughter sent it on Oct. 20, 2020, and on Oct. 21, I noticed a $239.70 charge for a new six months, which I had not ordered. I called and told them they were not supposed to take out the money since I hadn't even used it for at least a month and it was on the way to them. I also provided the tracking number, which they found and they received it Oct. 23, 2020. They said I would have to wait at least 30 days for any type of refund. I called my bank and started a fraud claim. This had caused my account to be overdrawn. A few weeks later, I did see a credit of $175.86, but I had no explanation whatsoever why they kept $63.84. I was also waiting for my bank to decide the claim. Then on Nov. 17, 2020, I noticed they took out another $239.70 for another 6 months? I called my bank and began another claim. Since I got no place trying to contact anyone at the company to help me after their first fraudulent transaction, on Oct. 21, 2020, but, of course, I have not received a response. I have my receipt for that fax, as well as my receipt that they received the equipment on Oct. 23, 2020. This morning, my bank, who had previously put back the initial amount of $239.70 while they reviewed the fraud claim, removed that amount since they said Medical Guardian was correct to take that money. They have the equipment, they did realize that they took out money for something I had canceled because they returned part of the money to me. HOWEVER, they did it again in November . My bank then told me to cancel my debit card, which I'm sure they should have told me the first time this happened. So at this point, after I had already canceled the contract 6 weeks before renewal and then returned the equipment, they have taken $497.40 from my account (which would be payment for 2 6 months of future service) that I did not authorize. Hopefully, my bank will rule this second fraudulent charge as it truly is. . . a fraudulent charge, and not take that out of my account again. I will then just be out of the $63.84 plus the $13.73 shipping charges, which is still an injustice but better than nearly $500.00 out of my account when my only income is social security. I have Sick Sinus Syndrome which causes my heart to stop--thus the pacemaker. However, I keep going into Afib, and dealing with this company puts so much stress on me I feel like I'm going to have a stroke. I read many other complaints about this company after this happened to me. I'm usually very thorough about things like this, but I was an idiot to trust a company like this. They prey on the sick and elderly population. If I had dementia, there would be no way I could deal with this.